complaints Archives - I'm Not Doctor Who

People love to complain. This is a trait traditionally and historically associated with the British, but it’s most definitely not an exclusively British thing. Perhaps it once was, but it most certainly isn’t any more. And as with so many things, we can probably blame the way in which the Internet has brought people together — something which should, inherently, be a good thing, but which has somehow become corrupted along the way.

As I’ve noted elsewhere, I’m not spending a ton of time on Twitter any more due to a combination of the horrible atmosphere that seeps from every pore of that website and the constant ridiculous changes Elon Musk keeps making on a seemingly daily basis. But occasionally, I can’t help myself from clicking on one of the Trends out of sheer curiosity.

The other day, I happened to see that Evri was trending. Evri, if you’re unfamiliar, is the new name that the courier company formerly known as Hermes decided to adopt for themselves a while back. I don’t know the reasons for the rebrand and honestly I really don’t care, because they’re inevitably absolute bullshit and everyone knows that Evri is “really” Hermes anyway, so it’s largely irrelevant.

However, what I found when looking at the Evri trend was that everyone was complaining about Evri. Everyone had the same stories to tell of parcels being lobbed over their fence, of packages arriving broken or tampered with, or generally some tale of misfortune and woe related to getting their package delivered from this one specific carrier.

Here’s the thing: I’ve never had a problem with Evri or Hermes. I spent a brief period working for them while I was looking for a proper job and I know what it’s like “from the inside” also. While it was a time-consuming, underpaid and largely thankless task for the couriers, it was a reasonably well-run operation in general, and there were various ways in which said couriers were encouraged to do a good job, up to and including being “watched” through the scanny things they’re supposed to carry around with them.

As fortune would have it, for some reason during my brief time with the company I never actually got a scanny thing, so I never had to worry about such things — not that I had anything to particularly worry about anyway. But I digress.

I’m not saying no-one has ever had a problem with Evri or Hermes. But if you were to look at that trend on Twitter, the conclusion it would be easy to come to would be that they were a company that should be absolutely, completely and without doubt avoided at all cost, because literally every delivery they do is the absolute worst possible thing that has ever happened to someone, and they have ruined too many Christmases and children’s birthdays to count.

This is nonsense. While it’s foolish to assume that they’re completely without fault — in any sort of “gig economy” sort of situation, you have a risk of bad apples, but this is also true for more formally structured corporations — it’s also ridiculous to put across the impression that they’re a complete failure that should never be trusted.

It’s just one of many examples of the Internet painting the worst possible picture of something. And I could provide plenty of other examples at this point, but I’ll refrain from doing so for the sake of time.

What I will urge you to do, however, is that if you see any sort of seemingly universally negative reaction towards something — particularly on any sort of standards-free platform such as social media or user reviews — then be cautious. Chances are the thing that is being ranted and raved about is nowhere near as bad as people are trying to put across — because let’s face it, people are a whole lot more likely to complain about something than post about how they had no problems whatsoever with a company or service.

Perhaps we should change our outlook on such things. Perhaps we should start posting positive comments when a company does the right thing and does what is expected of them. Or perhaps that’s ridiculous — after all, a service that is being provided to you conforming to your exact expectations should not be particularly worthy of comment at all, because, well, it’s what you expected.

But then that means the negativity will always win, because the complainers will always speak up, while the satisfied customers will just quietly get on with their day, thinking nothing more of the company they’ve interacted with or the service they’ve received.

Perhaps the answer is just not to listen to anyone and make your own mind up.

Let’s recap.

About a month ago, I was the victim of an organised “cyberbullying” campaign on Twitter. (Aside: I hate the term “cyberbullying”, but it seems to be the accepted terminology so I will use it for now.) Members of an Internet-based organisation known as the “GNAA” (NSFW Wikipedia link) started harassing me, attempting to spread slanderous rumours that I was a paedophile, and copying me in on their pronouncements, presumably attempting to get a rise out of me. I blocked and ignored them as is the sensible thing to do in this sort of situation, but still they kept coming.

They started phoning people close to me — specifically, my brother and the owner of Games Are Evil, both of whose phone numbers are stored in the “WHOIS” information for their respective websites. Not just one phone call, either — several, each increasing the intensity of the threats to get the authorities called on me for my supposed (and, I’m sure I don’t have to add, fictional) perversions.

The reason for this group’s attack on me, it transpires, was the fact I had the word “Brony” on my Twitter bio. (“Brony”, for those who don’t know, is the term for adult-age fans of the recent My Little Pony: Friendship is Magic TV show, a group which I identify myself as being a part of. Seriously, that show’s great.) This group had been attacking Bronies for a while and attempting to slander them in similar ways. They were also responsible for a high-profile attack on the social networking/blogging platform Tumblr back in December — said hack was also an attack on the Brony community.

Because this unprovoked assault on both me and my reputation was frightening and unpleasant, I reported it to Twitter. Because it was spilling out of the online sphere and into the “real world” with the phone calls, I also reported it to my local police station. The latter weren’t able to do much about it — I wasn’t really expecting them to be able to, to be honest — but I did at least feel somewhat reassured that I’d done all the things they would have suggested I do in this situation: change my username, block the perpetrators, do not engage with them, let other people know what’s going on. Eventually, the perpetrators tracked down my new username and hijacked my old one, using it to impersonate me with the most obviously fake “this is what a paedophile does” sort of posts you’d ever see.

I reported the impersonation to Twitter as a separate issue, which required me to fax them a copy of my passport at my own expense to prove my identity. (Fax? Seriously?) It took them a few days to respond to this, but they eventually suspended my old Twitter username to prevent it from posting further offensive content in my name; in the meantime, I closed my Twitter account completely.

What I’m particularly disappointed about is Twitter’s handling of the rest of the issue. I reported the problems I had been having back when that original post I linked to was written — mid February — and only received a response last night. The response I received was boilerplate text that simply said there had been no violation of Twitter policy, and that they didn’t mediate in disputes between users. No attempt to address my concerns. No response to the fact that I had clearly laid out a series of tweets that showed an organised — and demonstrably unprovoked — campaign of hate against me. No concern for my wellbeing.

There is a difference between a “dispute between users” or a “difference of opinion” and an organised campaign to victimise someone based on their tastes and preferences. The offenders in this particular case went above and beyond simple name-calling into full-on harassment of not only me, but also my family and friends — and not only on the Internet, but also over the phone. None of this appears to have been taken into account in the month that Twitter’s safety team have had to review this situation. In the meantime, the unpleasant individuals responsible for causing me such upset remain at large and unpunished, free to do it again to someone different for just the same stupid reasons they attacked me.

For this reason, I will not be returning to Twitter as a means of personal communications or social networking. While I appreciate a network of that size is difficult and time-consuming to police, that doesn’t mean that the site’s user safety department should get to just sit back and say “deal with it.” This incident caused me considerable personal distress, and doubtless it upset and confused my family and friends who were dragged into it, too. The complete lack of concern Twitter’s user safety department has shown towards a demonstrable case of organised harassment and bullying means that I do not feel comfortable trusting them in future; consequently, I will not be returning.

I doubt they care, of course; one user is but a drop in the ocean. I felt the need to share my frustration regarding this issue, however. Cyberbullying is a real problem that destroys lives — literally in many cases — and for Twitter to just turn a blind eye like this doesn’t strike me as particularly acceptable.

If you used to follow me on Twitter, please feel free to share this post with any of our mutual friends. I would like to spread the word about this if at all possible.

Thanks, as always, for listening.